Early Bird May 4 → 2026-07-15 · 37,100 invitees · Generated 2026-07-15 20:53 ET

At-scale waves: 0.81% pooled contact rate — early-adopter rates don't scale.

487 contacts across all waves (292 tickets · 63 ideas · 132 comments) · Zendesk Explore may show ~353 total created tickets

292

Total tickets

since Early Bird launch

0.81%

At-scale contact rate

pooled Flight 3+ (mass sends) · early adopters excluded · still settling

95% ↑ 4 pts vs Flight 2

CSAT all-time

63 good · 3 bad · 66 rated

1.3%

Overall contact rate

487 contacts / 37,100 invitees · tickets + ideas + comments
Flights 4–5 (14k, Jun 29–Jul 6) recently sent — rate will rise as those tickets arrive

121.2h ↓ 264h vs Flight 2

Median AHT

calendar time to resolve · 131 solved

2.8h ↓ 8.4h vs Flight 2

First reply

from ticket created to first reply

90

FeatureOS ideas

excl. off-topic

7% ↓ 7 pts vs Flight 2

GitHub escalations

20 of 292 tickets linked to a GitHub issue

100%

CSAT last 7 days

3 good · 0 bad · 3 rated

01

Invite waves

Wave	Date	Invites	Contacts	Contact rate	CSAT
Early Bird ~35 misdirects (routing issue, fixed) inflated this rate	2026-05-04	600	137 92 tickets · 15 ideas · 30 comments	22.8%	93%27 rated
Flight 2 Wave 1	2026-06-03	500	3 3 tickets · 0 ideas · 0 comments	0.6%	—no ratings yet
Flight 2 Wave 2	2026-06-04	1,500	68 38 tickets · 10 ideas · 20 comments	4.5%	88%8 rated
Flight 3 Wave 1	2026-06-22	1,500	5 5 tickets · 0 ideas · 0 comments	0.3%	100%1 rated
Flight 3 Wave 2	2026-06-23	3,000	13 9 tickets · 2 ideas · 2 comments	0.4%	100%4 rated
Flight 3 Wave 3	2026-06-24	2,000	30 17 tickets · 8 ideas · 5 comments	1.5%	100%6 rated
Flight 4 Wave 1	2026-06-29	5,000	13 7 tickets · 0 ideas · 6 comments	0.3%	100%1 rated
Flight 4 Wave 2	2026-06-30	5,000	62 39 tickets · 6 ideas · 17 comments	1.2%	100%12 rated
Flight 5 Wave 1 just sent — tickets still arriving, rate not settled	2026-07-06	4,000	12 10 tickets · 0 ideas · 2 comments	0.3%	100%2 rated
Flight 5 Wave 2 just sent — tickets still arriving, rate not settled	2026-07-07	3,000	20 11 tickets · 1 ideas · 8 comments	0.7%	100%2 rated
Flight 5 Wave 3 just sent — tickets still arriving, rate not settled	2026-07-08	3,000	58 33 tickets · 10 ideas · 15 comments	1.9%	100%3 rated
Flight 6 Wave 1 just sent — tickets still arriving, rate not settled	2026-07-13	4,000	29 6 tickets · 1 ideas · 22 comments	0.7%	—no ratings yet
Flight 6 Wave 2 just sent — tickets still arriving, rate not settled	2026-07-14	4,000	37 22 tickets · 10 ideas · 5 comments	0.9%	—no ratings yet

02

Volume & satisfaction

CSAT TL;DR analyst-reviewed 2026-06-30

👍What people like — Good ratings cluster on fast, helpful replies — across onboarding, account access, aliases, and appointments. The support experience is landing well.

👎What's frustrating people — The few bad ratings are product gaps, not support quality — a couple misdirected, plus an open aliases bug and a data-deletion follow-up. The DKIM/deliverability issue already flipped positive after eng shipped a fix (kudos). Caveat: a good CSAT doesn't undo a pricing complaint — one happy customer still flagged price as a risk.

👍 What's landing63 good

11Account access issues
6Appointment
5Request or complaint
4Pricing
4Waitlist / onboarding inquiry
4Aliases
3Other / uncategorized
3Custom domain DNS

👎 What's not3 bad

2Misdirected — wrong product / non-subscriber
1Aliases

Read the bad-rated tickets: #6094 · #5715 · #5587

1 rating corrected for documented resolution — issue fixed and confirmed in the ticket, but the survey wasn't re-sent (CSAT trigger bug).

Capacity projection — next flight — using the 0.81% pooled contact rate of settled waves, 40% of weekly contacts land on day 2.

~8

contacts / 1k invites

~3

day-2 peak

121.2h

median resolution

Weekly volumes

Week	Tickets
2026-05-04 → 2026-05-10	37
2026-05-11 → 2026-05-17	34
2026-05-18 → 2026-05-24	16
2026-05-25 → 2026-05-31	2
2026-06-01 → 2026-06-07	27
2026-06-08 → 2026-06-14	10
2026-06-15 → 2026-06-21	7
2026-06-22 → 2026-06-28	31
2026-06-29 → 2026-07-05	46
2026-07-06 → 2026-07-12	54
2026-07-13 → 2026-07-19	28

Wave legend

Early Bird (600)

Flight 2 Wave 1 (500)

Flight 2 Wave 2 (1,500)

Flight 3 Wave 1 (1,500)

Flight 3 Wave 2 (3,000)

Flight 3 Wave 3 (2,000)

Flight 4 Wave 1 (5,000)

Flight 4 Wave 2 (5,000)

Flight 5 Wave 1 (4,000)

Flight 5 Wave 2 (3,000)

Flight 5 Wave 3 (3,000)

Flight 6 Wave 1 (4,000)

Flight 6 Wave 2 (4,000)

02a

Resolution time (AHT)

121.2h

Median AHT · calendar hours

124.2h

Mean AHT · calendar hours

140.6h

75th percentile

2.8h

Median first reply · calendar

How long to close? (131 solved · calendar hours)

Same business day (≤ 1h)4%

1–4 hours5%

4–12 hours9%

12–24 hours5%

1–3 days21%

3–7 days41%

7+ days15%

AHT measured in calendar time (creation → solved). Nights and weekends are included — business-hours figures run shorter. DNS setup and GH-linked bugs drive the long tail.

Median AHT Trend · Business Hours

Schedule: 8am–8pm Eastern (12h/day). Dashed line = calendar days (inflated by nights/weekends) — shown for reference only.

What drives the long closes

Custom domain DNS ~26 biz days n=4 GH-linked

4 tickets

#6540 — Domain report from google
#6512 — [Accounts PR1023] Custom-domain outbound mail not being DKIM-signed
#6496 — Custom Domain DKIM not working
#6386 — Squarespace Custom Domain
#6063 — CNAME Records
#5711 — Setting up my 3rd party domain email account in Thunderbirdthunderbird-accounts#874 · thunderbird-accounts#857
#5679 — Accounts 839: Expose RSA DKIM keys in custom domain setupthunderbird-accounts#839
#5655 — No DKIM signature for mails sent from custom domainthunderbird-accounts#839
#5528 — Setup custom domainthunderbird-accounts#839

Appointment ~14 biz days n=4 GH-linked

4 tickets

#6606 — Full day event displayed incorrectly for Thundermail calendar onlyappointment#580
#6834 — Importing Google Calender
#6610 — no way to recreate the original Thundermail calendar.
#6461 — Calender
#6394 — appointment.day has silently gone away?
#6249 — Appointment display issueappointment#1718
#6198 — Can't change availablity in Appointments
#6117 — Events on more than 1 days are not displayed correctly in the dashboard.appointment#1702
#6044 — Appointment: saving availability errorappointment#1696
#5969 — appointment.day disabled?
#5799 — API endpoint broken (invitation confirmation)mailstrom#223
#5567 — Report bug
#5377 — Thunderbird appointment github first time login

Subscription / billing / refund / cancel ~12 biz days n=3

3 tickets

#6859 — Checking if tax documents are available - needed for Thundermail subscription in India
#6781 — Re: [Thunderbird Pro Beta] We're here to help: "Cancel Thundermail subscription and request full $72 refund"
#6749 — Refund request
#6524 — Unable to use my new email and configure Thunderbird
#6468 — Cancel subscription
#5977 — Request to Change Recovery Email and Paddle Payment Account Email
#5615 — Cancel Subscription
#5367 — Payment in Error

Early bird signup ~12 biz days n=3

3 tickets

#6824 — get 2 subscription with one invite
#6720 — Oops, registered and missed the recovery email step, now being charged full price for first year
#6664 — Question About the Early Bird Sign Up
#6530 — Can't create Thundermail account containing "ssl"
#5677 — Thunderbird Pro Early Bird community tester promo
#5393 — Unable to sign up

Early bird / invite / waitlist ~11 biz days n=3

3 tickets

#6856 — Invitation
#6855 — New thundermail email vs email used to pre-enroll
#6844 — Not recieving early-bird sign up.
#6698 — Recovery E-Mail and Aliases
#6685 — Invitation early bird plan
#6265 — Time + Webmail
#5395 — Fw: Re: You're Invited: Thunderbird Pro Early Bird Access
#5394 — Early access registration kicks me to 'join waitlist' page
#5391 — I got the invite but it's not working

App setup / configuration ~11 biz days n=4

4 tickets

#6751 — Emails going to spam
#6732 — Change backup email
#6687 — Gmail flagged my outgoing test email as spam -_-
#6396 — Delivering incoming mail to global inbox
#6045 — My Thundermail account
#5515 — Deliverability

Account creation / signup confusion ~10 biz days n=3 GH-linked

3 tickets

#6864 — Email alias - potential security and privacy issues
#6829 — Thundermail account after
#6697 — Pre-signup questions
#6653 — 14 day cancel and refund
#6411 — can't auth to thundermail.com with new account on Thunderbird app
#6401 — Outgoing messages with custom domain not being signed with DKIM
#6125 — Payment being processed, may take 48 hoursthunderbird-accounts#838

Send (add-on) ~10 biz days n=5

5 tickets

#6770 — setting up e-mail allias
#6668 — smtp
#6614 — SEND not working
#6349 — Send upload fails
#6217 — Setting in appointment
#6066 — Send Storage shows space being used, but there are no files in Thunderbird Send.

Request or complaint ~10 biz days n=12 GH-linked

12 tickets

#6867 — Upgrade Subscription
#6754 — Email address reuse
#6748 — Invites to others?
#6726 — Alies email delivery
#6717 — Pricing detail
#6688 — I'd like an option to make my @tb.pro address my primary & subscription address, and turn @thundermail.com into an alias
#6655 — Thundermail (thunderbird pro subscriptions OK) IOS App
#6603 — Fwd: When AI recommends the best in Photography, will your name be mentioned, Bruce Barr ?
#6555 — Adding custom domain
#6502 — regarding thundermail pro
#6366 — Family plan planed?
#6365 — Cannot Add Second Calendar to Thundermail Pro Account
#6364 — primary email
#6068 — Password Change email received into wrong account inboxthunderbird-accounts#769
#5831 — Emails appear as double in Thunderbird
#5703 — Questions about Calendar Invitations and Outlook Integration
#5650 — Appointment Scheduling Tool
#5463 — MSP Partner Program

Aliases ~10 biz days n=5 GH-linked

5 tickets

#6883 — Aliases
#6800 — Setting Up Aliases on iOS
#6762 — Questions sur migration domaine + e-mails
#6721 — why I cannot get alias [email]
#6565 — get an tb.pro mail address
#6519 — tb.pro email address
#6371 — Errors sending to one of my custom domain emails.
#6078 — Send as
#6201 — domain name
#6155 — email
#6094 — Email alias
#6032 — Change default email account to tb.pro
#5734 — Thundermail Client Email Compose Using Alias
#5502 — Thunderbird iOS app
#5439 — Alias request: [email]
#5407 — Adding Email Aliases not visiblethunderbird-accounts#819

Custom domain / DKIM / DNS ~10 biz days n=6

6 tickets

#6850 — Custom domains
#6837 — DNS Warning
#6831 — Custom SMTP
#6750 — Custom Domain: DKIM Not Properly Served by thunderhosted.com
#6742 — mta-sts not working right now
#6736 — Receive mail at custom domain
#6672 — Difficulties configuring my custom domain's DNS records
#6598 — DKIM keys not published for lund.to — CNAME targets return NXDOMAIN *(Non-English)*
#6515 — SRV syntax error on Gandi custom domain
#6513 — Gmail spam markings

Waitlist / onboarding inquiry ~8 biz days n=2

2 tickets

#6783 — I really apologize but I'm kinda panicking
#6746 — thunderbird email
#6395 — Questions
#6021 — Waiting list change of email
#5926 — Want to be a beta tester… *(Non-English)*
#5888 — Request for Early Access Invitation - Email Provider Renewal Soon
#5792 — Confusion
#5728 — Account access, email address creation
#5720 — whwn can i get in I have submitted to join
#5674 — Need email account for my daughter
#5498 — create new account
#5373 — Thundermail login

Thunderbird for Android + Thundermail ~6 biz days n=2

2 tickets

#6552 — CalDav and DavX
#6517 — Mobile Server Sync Problem
#6051 — New emails need to be pushed to Thunderbird

Pricing ~4 biz days n=26 GH-linked

26 tickets

#6743 — help
#6659 — Subscription Price
#6585 — Trial
#6526 — Payment for wishlist invite of Thundermail
#6488 — Multiple Inboxes
#6487 — Subscription fee is a really bad idea
#6402 — Pricing
#6388 — Thundermail
#6363 — Pricing related query.
#6344 — I'm not going to pay money to be your beta tester
#6343 — Pro
#6189 — Payment without creditcard?
#5610 — Plans for non-profits and educational?
#5453 — Question on when to sign up
#6735 — Question about Monthly Subscription
#6490 — monthly subscription
#6351 — Created a Thundermail account and password, can't log in
#5397 — Email only or regional pricing
#6072 — I received early bird invite
#6060 — Monthly Subscription

Other / uncategorized ~4 biz days n=9 GH-linked

9 tickets

#6879 — site for ios instructions from introducing email not found
#6870 — THundermail vs Thunderbird
#6846 — first log in
#6752 — How to use Thundermail as I used to do with Thunderbird
#6724 — Trouble connecting to managesieve
#6579 — Request to remove PII from Thundermail Ideas page
#6551 — Namecheap Custom Domains
#6528 — Change the recovery e-mail
#6498 — Unable to send emails out from Thunderbird
#6369 — Connection Problem
#6350 — mac thunderbird pro extension
#6221 — Folder structurestormbox#65
#6182 — let me know
#6092 — アカウント作成が完了しません *(Non-English)*
#5736 — Submit Request Choose Files Asks Twiceappointment#1680
#5735 — Submitting A Requestthunderbird-accounts#596
#5710 — password for email
#5680 — http://[IP]:9876
#5533 — Moving my past emails to TB Pro

Custom domain setup ~3 biz days n=2 GH-linked

2 tickets

#6532 — domain
#6347 — Add custom fomian later?
#5411 — Can't add my custom domain after I removed itthunderbird-accounts#690

Account access issues ~2 biz days n=21

21 tickets

#6886 — Plz ignore (just testing a patch)
#6849 — cant use my invitation to signup
#6840 — No confirmation email received on signup.
#6832 — login fails with Firefox
#6828 — cannot log in
#6804 — Change recovery email address
#6801 — A couple of things.
#6712 — Tracker: Who did we have to manually verify email for?
#6695 — Inquiry: How do I change my recovery email?
#6692 — Stuck at email verifcation
#6682 — Email confirmations not received
#6680 — locked out of early bird access account
#6678 — no confirmation email
#6675 — I have been invited but cannot login
#6663 — Can't access my Thunderbird pro account?
#6658 — Subscription Information Incomplete
#6654 — Can't add account in Thunderbird
#6583 — My subscribe link is no longer working
#6538 — thundermail
#6536 — Unable to log in at server. Probably wrong configuration, username or password when trying to login to Thundermail on Thunderbird

Misdirected — wrong product / non-subscriber ~2 biz days n=3

3 tickets

#6450 — Can not login
#6267 — Email is lost during removing email to backup folder.
#6264 — Thunderbird Pro
#6036 — Kunnen het niet instaleren op mijn tablet hij kent deserve niet
#5989 — Kann mich bei der Neuanmeldung nicht authentifizieren
#5730 — Acessar minha conta de email
#5726 — Servidor caido
#5717 — Old Thunderbird Login
#5715 — Person
#5713 — Login error
#5695 — account access
#5689 — need help signing in and syncing with gmail
#5671 — Unable to login
#5648 — forget password -
#5639 — Issue adding Thunderbird Pro
#5637 — login
#5623 — reset password cannot access with existinf password
#5622 — Password
#5619 — Forgot my password on [email]
#5616 — neues Passwort

Refund / Cancel ~2 biz days n=8

8 tickets

#6843 — cancel your subscription and delete your account
#6624 — Refund
#6543 — Monthly Billing
#6541 — Release thundermail email address
#6534 — Too late to cancel?
#6400 — I'm trying to pay for tb.pro and it says something went wrong
#6390 — Close Account
#6378 — Delete account
#6373 — subscription canceling
#5443 — cancellation refund

03

Staffing planner

Projection — next flight

Batch size	Expected contacts	Day-2 peak
500	4	2/day
1,000	8	3/day
2,000	16	6/day
5,000	41	16/day
10,000	81	32/day

Contact rate collapses with scale. Early adopters were chatty — Early Bird 22.8% (misdirect-inflated), Flight 2 ~5% — but mass sends run under 1%. Projections therefore use the 0.81% pooled rate (total contacts ÷ total invites) of the at-scale cohort (Flight 3 onward), the only waves that resemble future large flights. Early adopters are excluded — their rates don't scale. Flights 3–5 are still settling (Flight 5 Wave 1 sent Jul 6; Wave 2 on hold), so treat this as a conservative floor that will rise somewhat over the next 7–14 days.

Contact rate by wave

Wave	Date	Invites	Tickets	Rate
Early Bird	2026-05-04	600	92	22.8%
Flight 2 Wave 1	2026-06-03	500	3	0.6%
Flight 2 Wave 2	2026-06-04	1,500	38	4.5%
Flight 3 Wave 1	2026-06-22	1,500	5	0.3%
Flight 3 Wave 2	2026-06-23	3,000	9	0.4%
Flight 3 Wave 3	2026-06-24	2,000	17	1.5%
Flight 4 Wave 1	2026-06-29	5,000	7	0.3%
Flight 4 Wave 2	2026-06-30	5,000	39	1.2%
Flight 5 Wave 1	2026-07-06	4,000	10	0.3%
Flight 5 Wave 2	2026-07-07	3,000	11	0.7%
Flight 5 Wave 3	2026-07-08	3,000	33	1.9%
Flight 6 Wave 1	2026-07-13	4,000	6	0.7%
Flight 6 Wave 2	2026-07-14	4,000	22	0.9%

04

What people ask about

Thundermail themes · Flights 2 & 3

Jun 3+ · baseline for next flight

Pricing3819%

Pricing126%

12 tickets

#6743 — help
#6659 — Subscription Price
#6585 — Trial
#6526 — Payment for wishlist invite of Thundermail
#6488 — Multiple Inboxes
#6487 — Subscription fee is a really bad idea
#6402 — Pricing
#6388 — Thundermail
#6363 — Pricing related query.
#6344 — I'm not going to pay money to be your beta tester
#6343 — Pro
#6189 — Payment without creditcard?

Pricing — monthly plan request115%

11 tickets

#6875 — Thundermail Early Bird Access
#6797 — 1 Inbox, 15 Email Addresses?
#6769 — Vision Gratuit sur Thundermail
#6738 — Free tier
#6719 — Subscription
#6656 — Payment
#6649 — Beta tester offer
#6489 — Monthly subscription
#6486 — Annual payment instead of monthly payment
#6380 — why early access with expensive price?
#6377 — Account activation

Subscription / billing / refund / cancel52%

5 tickets

#6859 — Checking if tax documents are available - needed for Thundermail subscription in India
#6781 — Re: [Thunderbird Pro Beta] We're here to help: "Cancel Thundermail subscription and request full $72 refund"
#6749 — Refund request
#6524 — Unable to use my new email and configure Thunderbird
#6468 — Cancel subscription

Pricing — payment issue42%

4 tickets

#6773 — Missing my name from Customer portal on Paddle
#6511 — Cannot pay using Russian card
#6126 — thunderbird-accounts/838: Payment Complete, Stalwart not updated
#6119 — Payment Processingthunderbird-accounts#838

Pricing — annual-only inquiry31%

3 tickets

#6735 — Question about Monthly Subscription
#6490 — monthly subscription
#6351 — Created a Thundermail account and password, can't log in

Pricing — discount inquiry21%

2 tickets

#6072 — I received early bird invite
#6060 — Monthly Subscription

Pricing / monthly plan / free tier10%

1 ticket

#6107 — Automatically landing in spam

Account access issues3216%

32 tickets

#6886 — Plz ignore (just testing a patch)
#6849 — cant use my invitation to signup
#6840 — No confirmation email received on signup.
#6832 — login fails with Firefox
#6828 — cannot log in
#6804 — Change recovery email address
#6801 — A couple of things.
#6712 — Tracker: Who did we have to manually verify email for?
#6695 — Inquiry: How do I change my recovery email?
#6692 — Stuck at email verifcation
#6682 — Email confirmations not received
#6680 — locked out of early bird access account
#6678 — no confirmation email
#6675 — I have been invited but cannot login
#6663 — Can't access my Thunderbird pro account?
#6658 — Subscription Information Incomplete
#6654 — Can't add account in Thunderbird
#6583 — My subscribe link is no longer working
#6538 — thundermail
#6536 — Unable to log in at server. Probably wrong configuration, username or password when trying to login to Thundermail on Thunderbird
#6527 — Forgot My Thundermail Address
#6520 — Signup Issue
#6509 — Beta Signup
#6492 — Can’t Login *(Non-English)*
#6391 — Thunderbird desktop (Ubuntu) setup problem
#6359 — need password reset, confused during signup
#6258 — Never recieved an email to validate account cant acces
#6257 — I Cannot Login to finish Subscribing
#6077 — TB pro question
#6061 — account setup in thunderbird desktop fails
#6055 — request (6054) [MVVN3J-VW1DV] is working now, forget my previous mail.
#6027 — You're Invited: Thundermail Early Bird Access message to me

Custom domain178%

Custom domain / DKIM / DNS105%

10 tickets

#6850 — Custom domains
#6837 — DNS Warning
#6831 — Custom SMTP
#6750 — Custom Domain: DKIM Not Properly Served by thunderhosted.com
#6742 — mta-sts not working right now
#6736 — Receive mail at custom domain
#6672 — Difficulties configuring my custom domain's DNS records
#6598 — DKIM keys not published for lund.to — CNAME targets return NXDOMAIN *(Non-English)*
#6515 — SRV syntax error on Gandi custom domain
#6513 — Gmail spam markings

Custom domain DNS52%

5 tickets

#6540 — Domain report from google
#6512 — [Accounts PR1023] Custom-domain outbound mail not being DKIM-signed
#6496 — Custom Domain DKIM not working
#6386 — Squarespace Custom Domain
#6063 — CNAME Records

Custom domain setup21%

2 tickets

#6532 — domain
#6347 — Add custom fomian later?

Other / uncategorized147%

14 tickets

#6879 — site for ios instructions from introducing email not found
#6870 — THundermail vs Thunderbird
#6846 — first log in
#6752 — How to use Thundermail as I used to do with Thunderbird
#6724 — Trouble connecting to managesieve
#6579 — Request to remove PII from Thundermail Ideas page
#6551 — Namecheap Custom Domains
#6528 — Change the recovery e-mail
#6498 — Unable to send emails out from Thunderbird
#6369 — Connection Problem
#6350 — mac thunderbird pro extension
#6221 — Folder structurestormbox#65
#6182 — let me know
#6092 — アカウント作成が完了しません *(Non-English)*

Request or complaint147%

14 tickets

#6867 — Upgrade Subscription
#6754 — Email address reuse
#6748 — Invites to others?
#6726 — Alies email delivery
#6717 — Pricing detail
#6688 — I'd like an option to make my @tb.pro address my primary & subscription address, and turn @thundermail.com into an alias
#6655 — Thundermail (thunderbird pro subscriptions OK) IOS App
#6603 — Fwd: When AI recommends the best in Photography, will your name be mentioned, Bruce Barr ?
#6555 — Adding custom domain
#6502 — regarding thundermail pro
#6366 — Family plan planed?
#6365 — Cannot Add Second Calendar to Thundermail Pro Account
#6364 — primary email
#6068 — Password Change email received into wrong account inboxthunderbird-accounts#769

Aliases126%

12 tickets

#6883 — Aliases
#6800 — Setting Up Aliases on iOS
#6762 — Questions sur migration domaine + e-mails
#6721 — why I cannot get alias [email]
#6565 — get an tb.pro mail address
#6519 — tb.pro email address
#6371 — Errors sending to one of my custom domain emails.
#6078 — Send as
#6201 — domain name
#6155 — email
#6094 — Email alias
#6032 — Change default email account to tb.pro

Appointment105%

Appointment94%

9 tickets

#6606 — Full day event displayed incorrectly for Thundermail calendar onlyappointment#580
#6834 — Importing Google Calender
#6610 — no way to recreate the original Thundermail calendar.
#6461 — Calender
#6394 — appointment.day has silently gone away?
#6249 — Appointment display issueappointment#1718
#6198 — Can't change availablity in Appointments
#6117 — Events on more than 1 days are not displayed correctly in the dashboard.appointment#1702
#6044 — Appointment: saving availability errorappointment#1696

Appointment / calendar10%

1 ticket

#6889 — How to connect to my thunderbird calendar?

Refund / Cancel94%

9 tickets

#6843 — cancel your subscription and delete your account
#6624 — Refund
#6543 — Monthly Billing
#6541 — Release thundermail email address
#6534 — Too late to cancel?
#6400 — I'm trying to pay for tb.pro and it says something went wrong
#6390 — Close Account
#6378 — Delete account
#6373 — subscription canceling

Account creation / signup confusion73%

7 tickets

#6864 — Email alias - potential security and privacy issues
#6829 — Thundermail account after
#6697 — Pre-signup questions
#6653 — 14 day cancel and refund
#6411 — can't auth to thundermail.com with new account on Thunderbird app
#6401 — Outgoing messages with custom domain not being signed with DKIM
#6125 — Payment being processed, may take 48 hoursthunderbird-accounts#838

Early bird / invite / waitlist63%

6 tickets

#6856 — Invitation
#6855 — New thundermail email vs email used to pre-enroll
#6844 — Not recieving early-bird sign up.
#6698 — Recovery E-Mail and Aliases
#6685 — Invitation early bird plan
#6265 — Time + Webmail

Send63%

Send (add-on)63%

6 tickets

#6770 — setting up e-mail allias
#6668 — smtp
#6614 — SEND not working
#6349 — Send upload fails
#6217 — Setting in appointment
#6066 — Send Storage shows space being used, but there are no files in Thunderbird Send.

App setup / configuration52%

5 tickets

#6751 — Emails going to spam
#6732 — Change backup email
#6687 — Gmail flagged my outgoing test email as spam -_-
#6396 — Delivering incoming mail to global inbox
#6045 — My Thundermail account

Early bird signup42%

4 tickets

#6824 — get 2 subscription with one invite
#6720 — Oops, registered and missed the recovery email step, now being charged full price for first year
#6664 — Question About the Early Bird Sign Up
#6530 — Can't create Thundermail account containing "ssl"

Waitlist / onboarding inquiry42%

4 tickets

#6783 — I really apologize but I'm kinda panicking
#6746 — thunderbird email
#6395 — Questions
#6021 — Waiting list change of email

Webmail42%

4 tickets

#6722 — Webmail - no mail from own domainstormbox#60
#6733 — Addressbook in Webmailstormbox#61
#6727 — Webmail Alpha
#6029 — Webmail

Pre-purchase / documentation gap31%

3 tickets

#6635 — Add OAuth for Thundermail to FairEmail
#6686 — Thundermail vs Fastmail
#6037 — tb pro product documentation available?

Thunderbird for Android + Thundermail31%

3 tickets

#6552 — CalDav and DavX
#6517 — Mobile Server Sync Problem
#6051 — New emails need to be pushed to Thunderbird

Email sending / receiving / SMTP / IMAP21%

2 tickets

#6368 — Cannot send email with Apple Mai
#6040 — Delivery Issue with Telekom Mail Servermailstrom#226

MFA / two-factor21%

2 tickets

#6662 — 2FA or passkey?
#6052 — 2FA

Bug report / app crash / not working10%

1 ticket

#6826 — My account does not work

Flight 2 + Flight 3 on-topic Thundermail tickets from invited users (excl. misdirected). Use this for staffing the next flight.

Misdirected volume was an Early Bird routing issue — resolved. Flight 2 saw only 4 misdirects in 200 tickets. Full ticket list in the historical panel below.

All launch · Thundermail tickets, invited users (excl. misdirected) — 254 tickets since May 4

Pricing4618%

Pricing145%

14 tickets

#6743 — help
#6659 — Subscription Price
#6585 — Trial
#6526 — Payment for wishlist invite of Thundermail
#6488 — Multiple Inboxes
#6487 — Subscription fee is a really bad idea
#6402 — Pricing
#6388 — Thundermail
#6363 — Pricing related query.
#6344 — I'm not going to pay money to be your beta tester
#6343 — Pro
#6189 — Payment without creditcard?
#5610 — Plans for non-profits and educational?
#5453 — Question on when to sign up

Pricing — monthly plan request124%

12 tickets

#6875 — Thundermail Early Bird Access
#6797 — 1 Inbox, 15 Email Addresses?
#6769 — Vision Gratuit sur Thundermail
#6738 — Free tier
#6719 — Subscription
#6656 — Payment
#6649 — Beta tester offer
#6489 — Monthly subscription
#6486 — Annual payment instead of monthly payment
#6380 — why early access with expensive price?
#6377 — Account activation
#5493 — Thunderbird Pro Early Bird

Subscription / billing / refund / cancel83%

8 tickets

#6859 — Checking if tax documents are available - needed for Thundermail subscription in India
#6781 — Re: [Thunderbird Pro Beta] We're here to help: "Cancel Thundermail subscription and request full $72 refund"
#6749 — Refund request
#6524 — Unable to use my new email and configure Thunderbird
#6468 — Cancel subscription
#5977 — Request to Change Recovery Email and Paddle Payment Account Email
#5615 — Cancel Subscription
#5367 — Payment in Error

Pricing — payment issue51%

5 tickets

#6773 — Missing my name from Customer portal on Paddle
#6511 — Cannot pay using Russian card
#6126 — thunderbird-accounts/838: Payment Complete, Stalwart not updated
#6119 — Payment Processingthunderbird-accounts#838
#5631 — Subscriptionthunderbird-accounts#838

Pricing — annual-only inquiry41%

4 tickets

#6735 — Question about Monthly Subscription
#6490 — monthly subscription
#6351 — Created a Thundermail account and password, can't log in
#5397 — Email only or regional pricing

Pricing — discount inquiry20%

2 tickets

#6072 — I received early bird invite
#6060 — Monthly Subscription

Pricing / monthly plan / free tier10%

1 ticket

#6107 — Automatically landing in spam

Account access issues4015%

40 tickets

#6886 — Plz ignore (just testing a patch)
#6849 — cant use my invitation to signup
#6840 — No confirmation email received on signup.
#6832 — login fails with Firefox
#6828 — cannot log in
#6804 — Change recovery email address
#6801 — A couple of things.
#6712 — Tracker: Who did we have to manually verify email for?
#6695 — Inquiry: How do I change my recovery email?
#6692 — Stuck at email verifcation
#6682 — Email confirmations not received
#6680 — locked out of early bird access account
#6678 — no confirmation email
#6675 — I have been invited but cannot login
#6663 — Can't access my Thunderbird pro account?
#6658 — Subscription Information Incomplete
#6654 — Can't add account in Thunderbird
#6583 — My subscribe link is no longer working
#6538 — thundermail
#6536 — Unable to log in at server. Probably wrong configuration, username or password when trying to login to Thundermail on Thunderbird
#6527 — Forgot My Thundermail Address
#6520 — Signup Issue
#6509 — Beta Signup
#6492 — Can’t Login *(Non-English)*
#6391 — Thunderbird desktop (Ubuntu) setup problem
#6359 — need password reset, confused during signup
#6258 — Never recieved an email to validate account cant acces
#6257 — I Cannot Login to finish Subscribing
#6077 — TB pro question
#6061 — account setup in thunderbird desktop fails
#6055 — request (6054) [MVVN3J-VW1DV] is working now, forget my previous mail.
#6027 — You're Invited: Thundermail Early Bird Access message to me
#5692 — athough i have signed up, when asked to log in to Thundermail, the system says uk password/email address
#5535 — new thundermail account
#5503 — Cant sign in
#5489 — Change recovery email
#5461 — Verify Account
#5415 — Thunderbird on new PC
#5396 — Unable to sign up with invite
#5392 — Issue setting up thundermail account

Custom domain228%

Custom domain / DKIM / DNS103%

10 tickets

#6850 — Custom domains
#6837 — DNS Warning
#6831 — Custom SMTP
#6750 — Custom Domain: DKIM Not Properly Served by thunderhosted.com
#6742 — mta-sts not working right now
#6736 — Receive mail at custom domain
#6672 — Difficulties configuring my custom domain's DNS records
#6598 — DKIM keys not published for lund.to — CNAME targets return NXDOMAIN *(Non-English)*
#6515 — SRV syntax error on Gandi custom domain
#6513 — Gmail spam markings

Custom domain DNS93%

9 tickets

#6540 — Domain report from google
#6512 — [Accounts PR1023] Custom-domain outbound mail not being DKIM-signed
#6496 — Custom Domain DKIM not working
#6386 — Squarespace Custom Domain
#6063 — CNAME Records
#5711 — Setting up my 3rd party domain email account in Thunderbirdthunderbird-accounts#874 · thunderbird-accounts#857
#5679 — Accounts 839: Expose RSA DKIM keys in custom domain setupthunderbird-accounts#839
#5655 — No DKIM signature for mails sent from custom domainthunderbird-accounts#839
#5528 — Setup custom domainthunderbird-accounts#839

Custom domain setup31%

3 tickets

#6532 — domain
#6347 — Add custom fomian later?
#5411 — Can't add my custom domain after I removed itthunderbird-accounts#690

Other / uncategorized197%

19 tickets

#6879 — site for ios instructions from introducing email not found
#6870 — THundermail vs Thunderbird
#6846 — first log in
#6752 — How to use Thundermail as I used to do with Thunderbird
#6724 — Trouble connecting to managesieve
#6579 — Request to remove PII from Thundermail Ideas page
#6551 — Namecheap Custom Domains
#6528 — Change the recovery e-mail
#6498 — Unable to send emails out from Thunderbird
#6369 — Connection Problem
#6350 — mac thunderbird pro extension
#6221 — Folder structurestormbox#65
#6182 — let me know
#6092 — アカウント作成が完了しません *(Non-English)*
#5736 — Submit Request Choose Files Asks Twiceappointment#1680
#5735 — Submitting A Requestthunderbird-accounts#596
#5710 — password for email
#5680 — http://[IP]:9876
#5533 — Moving my past emails to TB Pro

Request or complaint187%

18 tickets

#6867 — Upgrade Subscription
#6754 — Email address reuse
#6748 — Invites to others?
#6726 — Alies email delivery
#6717 — Pricing detail
#6688 — I'd like an option to make my @tb.pro address my primary & subscription address, and turn @thundermail.com into an alias
#6655 — Thundermail (thunderbird pro subscriptions OK) IOS App
#6603 — Fwd: When AI recommends the best in Photography, will your name be mentioned, Bruce Barr ?
#6555 — Adding custom domain
#6502 — regarding thundermail pro
#6366 — Family plan planed?
#6365 — Cannot Add Second Calendar to Thundermail Pro Account
#6364 — primary email
#6068 — Password Change email received into wrong account inboxthunderbird-accounts#769
#5831 — Emails appear as double in Thunderbird
#5703 — Questions about Calendar Invitations and Outlook Integration
#5650 — Appointment Scheduling Tool
#5463 — MSP Partner Program

Aliases166%

16 tickets

#6883 — Aliases
#6800 — Setting Up Aliases on iOS
#6762 — Questions sur migration domaine + e-mails
#6721 — why I cannot get alias [email]
#6565 — get an tb.pro mail address
#6519 — tb.pro email address
#6371 — Errors sending to one of my custom domain emails.
#6078 — Send as
#6201 — domain name
#6155 — email
#6094 — Email alias
#6032 — Change default email account to tb.pro
#5734 — Thundermail Client Email Compose Using Alias
#5502 — Thunderbird iOS app
#5439 — Alias request: [email]
#5407 — Adding Email Aliases not visiblethunderbird-accounts#819

Appointment155%

Appointment135%

13 tickets

#6606 — Full day event displayed incorrectly for Thundermail calendar onlyappointment#580
#6834 — Importing Google Calender
#6610 — no way to recreate the original Thundermail calendar.
#6461 — Calender
#6394 — appointment.day has silently gone away?
#6249 — Appointment display issueappointment#1718
#6198 — Can't change availablity in Appointments
#6117 — Events on more than 1 days are not displayed correctly in the dashboard.appointment#1702
#6044 — Appointment: saving availability errorappointment#1696
#5969 — appointment.day disabled?
#5799 — API endpoint broken (invitation confirmation)mailstrom#223
#5567 — Report bug
#5377 — Thunderbird appointment github first time login

Appointment / calendar20%

2 tickets

#6889 — How to connect to my thunderbird calendar?
#5516 — Set up tb.pro Appointment calendar on TB desktop clientappointment#1678

Waitlist / onboarding inquiry124%

12 tickets

#6783 — I really apologize but I'm kinda panicking
#6746 — thunderbird email
#6395 — Questions
#6021 — Waiting list change of email
#5926 — Want to be a beta tester… *(Non-English)*
#5888 — Request for Early Access Invitation - Email Provider Renewal Soon
#5792 — Confusion
#5728 — Account access, email address creation
#5720 — whwn can i get in I have submitted to join
#5674 — Need email account for my daughter
#5498 — create new account
#5373 — Thundermail login

Refund / Cancel103%

10 tickets

#6843 — cancel your subscription and delete your account
#6624 — Refund
#6543 — Monthly Billing
#6541 — Release thundermail email address
#6534 — Too late to cancel?
#6400 — I'm trying to pay for tb.pro and it says something went wrong
#6390 — Close Account
#6378 — Delete account
#6373 — subscription canceling
#5443 — cancellation refund

Early bird / invite / waitlist93%

9 tickets

#6856 — Invitation
#6855 — New thundermail email vs email used to pre-enroll
#6844 — Not recieving early-bird sign up.
#6698 — Recovery E-Mail and Aliases
#6685 — Invitation early bird plan
#6265 — Time + Webmail
#5395 — Fw: Re: You're Invited: Thunderbird Pro Early Bird Access
#5394 — Early access registration kicks me to 'join waitlist' page
#5391 — I got the invite but it's not working

Account creation / signup confusion72%

7 tickets

#6864 — Email alias - potential security and privacy issues
#6829 — Thundermail account after
#6697 — Pre-signup questions
#6653 — 14 day cancel and refund
#6411 — can't auth to thundermail.com with new account on Thunderbird app
#6401 — Outgoing messages with custom domain not being signed with DKIM
#6125 — Payment being processed, may take 48 hoursthunderbird-accounts#838

Early bird signup62%

6 tickets

#6824 — get 2 subscription with one invite
#6720 — Oops, registered and missed the recovery email step, now being charged full price for first year
#6664 — Question About the Early Bird Sign Up
#6530 — Can't create Thundermail account containing "ssl"
#5677 — Thunderbird Pro Early Bird community tester promo
#5393 — Unable to sign up

App setup / configuration62%

6 tickets

#6751 — Emails going to spam
#6732 — Change backup email
#6687 — Gmail flagged my outgoing test email as spam -_-
#6396 — Delivering incoming mail to global inbox
#6045 — My Thundermail account
#5515 — Deliverability

Send62%

Send (add-on)62%

6 tickets

#6770 — setting up e-mail allias
#6668 — smtp
#6614 — SEND not working
#6349 — Send upload fails
#6217 — Setting in appointment
#6066 — Send Storage shows space being used, but there are no files in Thunderbird Send.

Webmail41%

4 tickets

#6722 — Webmail - no mail from own domainstormbox#60
#6733 — Addressbook in Webmailstormbox#61
#6727 — Webmail Alpha
#6029 — Webmail

Pre-purchase / documentation gap31%

3 tickets

#6635 — Add OAuth for Thundermail to FairEmail
#6686 — Thundermail vs Fastmail
#6037 — tb pro product documentation available?

Security / hacked31%

3 tickets

#6578 — unconscionable ToS and (lack of) Privacy Policy.
#5722 — Hacked
#5721 — Email Hack

Thunderbird for Android + Thundermail31%

3 tickets

#6552 — CalDav and DavX
#6517 — Mobile Server Sync Problem
#6051 — New emails need to be pushed to Thunderbird

Drafts / sending failures / lost mail20%

2 tickets

#6282 — Several drafts are being created while writing an email.mailstrom#229
#5627 — Fwd: Saving Draft Mail Issue

Email sending / receiving / SMTP / IMAP20%

2 tickets

#6368 — Cannot send email with Apple Mai
#6040 — Delivery Issue with Telekom Mail Servermailstrom#226

Blends Early Bird Thundermail tickets with Flights 2 & 3 — useful for volume context, but Early Bird waitlist/onboarding themes skew the picture. Prefer Flights 2 & 3 above for staffing.

Historical — Early Bird misdirects · 38 tickets · 13% of all themes · fixed

Misdirected — wrong product / non-subscriber Fixed — historical only3813%

38 tickets

#6450 — Can not login
#6267 — Email is lost during removing email to backup folder.
#6264 — Thunderbird Pro
#6036 — Kunnen het niet instaleren op mijn tablet hij kent deserve niet
#5989 — Kann mich bei der Neuanmeldung nicht authentifizieren
#5730 — Acessar minha conta de email
#5726 — Servidor caido
#5717 — Old Thunderbird Login
#5715 — Person
#5713 — Login error
#5695 — account access
#5689 — need help signing in and syncing with gmail
#5671 — Unable to login
#5648 — forget password -
#5639 — Issue adding Thunderbird Pro
#5637 — login
#5623 — reset password cannot access with existinf password
#5622 — Password
#5619 — Forgot my password on [email]
#5616 — neues Passwort
#5587 — inloggningsproblem
#5585 — Access to log on
#5584 — password recovery
#5580 — PROBLEMA CON EL CORREO
#5579 — Can’t login *(Non-English)*
#5577 — help signing in
#5570 — lost my thunderbird mail program
#5564 — Thunderbird login
#5555 — Je cherche à me connecter sans succèsMERDCI DE M INDIQUER UN LIEN DE CONNECTIONvalide eventuellement sur ma boite mail personnelle Cathy.floch95@gmail .com *(Non-English)*
#5550 — When signing up, I don't receive a confirmation mail with a code
#5545 — Help with something else - durch einen Fehler vom Mir kann Ich mein Email Programm nicht mehr benutzen
#5510 — RE: From the Thunderbird team, thank you!!
#5482 — New account.
#5481 — can't log in
#5474 — Change in Email Address
#5465 — recupero password
#5437 — email
#5408 — Help with something else - seit neuestem verlangt Thunderbird ein Passwort, akzeptiert aber nicht alte Passwörter. Kein Senden und Empfang möglich. *(Non-English)*

Pre-fix routing (May 4–Jun 2): desktop Thunderbird users and search traffic hit the Thundermail form. Team redirected each ticket and shipped routing fixes — not recurring Thundermail demand.

05

Community ideas · 90 total

🎉 Announced July 8 — the two most-requested ideas shipped: Multifactor Authentication (58 votes) and Webmail for Thundermail (74 votes) — the top-voted requests on the board. Support heads-up: expect a bump in MFA-setup and Webmail-access questions; brief the team and stage macros/KB.

Top 10 open for discussion

Sortable columns · 🔥 high discussion (comments > votes)

Votes	Comments	Score	Idea	Tags
79	7	86	A small permanent perk for early supporters (applied on top of an	—
74	12	86	Thunderbird email domains should be easily sayable + typeable	Thundermail
54	7	61	Prevent recycling of email addresses on Thundermail domains	Thundermail, Community
43	5	48	À la carte pricing	Accounts & Subscriptions
46	2	48	Sign-in with Thunderbirdd	Accounts & Subscriptions, New Feature
44	4	48	Increase custom domains limit	Thundermail, Improvement
41	3	44	Ability to change primary e-mail	Thundermail, Improvement, Privacy & Security
38	4	42	Family plan	Appointment, Thundermail, Accounts & Subscriptions
22	6	28	Add support for multiple calendars	—
6	21	27	Offer HIPAA BAA (Business Associate Agreement) 🔥	Appointment, Send, Thundermail, Privacy & Security

On the roadmap (1)

41▲Server Side Email Filtering

In flight (1)

21▲Dark Mode

Landed (3)

23▲Unlimited aliases

6▲15 email adresses and not 15 aliases

3▲Emails appear multiple times if multiple aliases are configured in the client 🔥

No for now (2)

4▲EU Based Thunderbird Pro

1▲Calendar auto decline and warnings for out of working hours 🔥

06

Engineering escalations · 20 of 292 (7%)

Tickets tagged zd-gh — linked to a GitHub issue in the thunderbird org via gz# marker.

#6606

appointment#580

Appointment

2026-07-03

#6282

mailstrom#229

Drafts / sending failures / lost mail

2026-06-18

#5516

appointment#1678

Appointment / calendar

2026-05-08

17 solved / closed tickets

#6249

appointment#1718

Appointment

2026-06-17

#6125

thunderbird-accounts#838

Account creation / signup confusion

2026-06-08

#6119

thunderbird-accounts#838

Pricing — payment issue

2026-06-08

#6117

appointment#1702

Appointment

2026-06-07

#6068

thunderbird-accounts#769

Request or complaint

2026-06-05

#6044

appointment#1696

Appointment

2026-06-04

#6040

mailstrom#226

Email sending / receiving / SMTP / IMAP

2026-06-04

#5799

mailstrom#223

Appointment

2026-05-21

#5736

appointment#1680

Other / uncategorized

2026-05-18

#5735

thunderbird-accounts#596

Other / uncategorized

2026-05-18

#5711

thunderbird-accounts#874 thunderbird-accounts#857

Custom domain DNS

2026-05-18

#5679

thunderbird-accounts#839

Custom domain DNS

2026-05-16

#5655

thunderbird-accounts#839

Custom domain DNS

2026-05-15

#5631

thunderbird-accounts#838

Pricing — payment issue

2026-05-14

#5528

thunderbird-accounts#839

Custom domain DNS

2026-05-09

#5411

thunderbird-accounts#690

Custom domain setup

2026-05-06

#5407

thunderbird-accounts#819

Aliases

2026-05-06

07

Glossary

AHT (Average Handle Time)

Calendar time from ticket creation to resolution (Solved status). Median is used rather than mean to reduce outlier impact. Based on 131 solved tickets.

First Reply Time

Time from ticket creation to the agent's first response. Reported in calendar hours.

Contact Rate

Percentage of invitees who made contact across any channel. Calculated as: (support tickets + FeatureOS idea submissions + customer comments on ideas) ÷ invitees in that wave. Staff/team comments are excluded. A lower rate indicates a smoother onboarding experience.

Day-2 Peak

Historically, ~40% of a wave's first-week tickets arrive on the second day after invites go out. Used to estimate staffing needs for a new batch.

Misdirected — wrong product / non-subscriber

Tickets from people who do not have a Thundermail account and contacted support by mistake (e.g. desktop Thunderbird users, people who found the form via search). These are redirected to the correct channel and do not reflect Thundermail support demand. A routing issue fixed May 19 (accounts#834). Flights 2–4: 0 misdirects. Shown in a collapsed historical section on the themes panel, not in the settled-wave baseline.

Cumulative contact rate

Running total of tickets divided by total invitees sent at that point in time. Drops sharply when a large new invite wave goes out (more invitees, same tickets).